Information Technology Specialist

• Jun 2022 - Present

Microsoft Power Platform Junior Administrator

• Mar 2022 - Jun 2022

Power Apps/Power Platform Developer

• Jan 2020 - Mar 2022

▪ Drove creation of unique Power Apps to optimize company tasks, using the Dataverse, MS Teams, Power Automate, and other software to ensure quality, on-time results.▪ Used API calls within Power Automate, leveraged Power BI to show the data in clear and consistent way, and authored a handbook detailing all relevant practices.▪ Noted for vital contributions and oversight to various Power Apps projects across their entire lifecycle, all while facilitating Power Platform licensing.▪ Created a model-driven app to work with PSA data with a data warehouse in Dataverse, allowing for greater insights into service delivery and a boost to client satisfaction ratings.▪ Structured model-driven app involving device inventory for a major customer. Used Dataverse and a Power BI Dashboard, utilizing approaches that are now considered a gold standard.▪ Established one-of-a-kind canvas app to create an API call to our ticketing system to pull up an order and update the ticket, reducing required work hours for servicing. Delivered separate canvas app that boosted coordination throughout the help desk team.▪ Trained company on various Power Apps, acting as the primary resource and escalation point.

Help Desk Manager

• Sep 2018 - Dec 2020

▪ Oversaw operations of 10 -person tech support department assisting up to 15 end-users daily.▪ Hired, trained, and mentored 10+ employees for the help desk team monthly, providing ongoingfeedback and support to ensure both individual and group success.▪ Developed and implemented core standard operating procedures for help desk, improvingdepartmental productivity more than 80% despite challenges.▪ Measured KPIs to ensure continuous alignment between established corporate objectives andactual performance, adjusting operational and training processes as needed to meet goals.▪ Established clear communication channels with help desk agents to facilitate increased employee

IT Consultant

• Apr 2016 - Sep 2018

▪ Provided computer networking and desktop support to 200+ clients across multiple channels, as well as desktop and server maintenance for 50+ clients on-site.▪ Monitored daily backups and server and workstation alerts for 2K+ devices across 200 businesses, mitigating/addressing issues to reduce operational downtime up to 1% quarterly.▪ Installed and configured Windows Server, Office 365, and WatchGuard Firewall Management server on 150+ clients as a subject matter expert.▪ Improved customer satisfaction ratings 90% by collaborating to create new procedures.

Tax Preparer

• Feb 2014 - Apr 2017

Received and processed over 15 individual tax returns weekly, following established specifications to guarantee accuracy and maximum refund return. Responded promptly to more than 10 messages per day, answering questions ranging from general company information such as hours and pricing to those involving complex corporate tax problems. Received and processed over 15 individual tax returns weekly, following established specifications to guarantee accuracy and maximum refund return. Responded promptly to more than 10 messages per day, answering questions ranging from general company information such as hours and pricing to those involving complex corporate tax problems.

Network Support Technician Tier 1

• Jul 2015 - Apr 2016

Managed and supported wireless infrastructure for over 900 hotels across the United States, maintaining system integrity through regular upgrades/updates, repairs, testing, and monitoring. Resolved customer issues quickly, documenting both root causes and resolutions in ticketing system to create comprehensive work history and allow for improved service options. Collaborated with coworkers and managers to enhance service options and streamline escalation efforts. Managed and supported wireless infrastructure for over 900 hotels across the United States, maintaining system integrity through regular upgrades/updates, repairs, testing, and monitoring. Resolved customer issues quickly, documenting both root causes and resolutions in ticketing system to create comprehensive work history and allow for improved service options. Collaborated with coworkers and managers to enhance service options and streamline escalation efforts.

Computer Technician

• Apr 2015 - May 2015

Upgraded and repaired old and used MacBooks to extend functionality of hardware and software up to 95%. Gained and applied skills in testing, troubleshooting, customer service, organization, and attention to detail. Upgraded and repaired old and used MacBooks to extend functionality of hardware and software up to 95%. Gained and applied skills in testing, troubleshooting, customer service, organization, and attention to detail.